Update 21D

Revision History

This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:

Overview

This guide outlines the information you need to know about new or improved functionality in this update.

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Field Service

Administration

Control Message Delivery to Helpdesk or Helpdesk Operator in Message Scenario

Starting with Update 21D, administrators can control the delivery of messages to a helpdesk group or to helpdesk operators, using a new setting in the Message Scenario configuration.

APIs

Generate a Client Secret for an Application

Starting with Update 21D, you can use the ‘Generate client secret for an application’ (POST /rest/ofscMetadata/v1/applications/{label}/custom-actions/generateClientSecret) REST API method to generate the client secret for an application. Generating the client secret using the API allows fully automated control over the application with no manual operations.

Get and Update Inventory Types

Starting with Update 21D, you can use these REST API methods to get, create, and update inventory types:

• ‘Create or update an inventory type’ (PUT/rest/ofscMetadata/v1/inventoryTypes/{label})
• ‘Get an inventory type’ (GET/rest/ofscMetadata/v1/inventoryTypes/{label})

Removal of Deprecated Support for Events Without Subscription

Starting with Update 21D, the events retrieval now requires a subscription. This means, you will no longer be able to retrieve events without a defined ‘subscriptionId’. The parameter ‘subscriptionId’ is now required to use the ‘Get events’ (GET /rest/ofscCore/v1/events) REST API method. This is designed to improve system stability and maintain a high level of service availability.

Collaboration

Share Files in a Conversation through Collaboration

Starting with Update 21D, you can attach and transfer documents in one-to-one conversations, helpdesk chats, or in group conversations such as conferences or broadcasts. The file types that you can attach include: DOC, DOCX, ODT, PDF, XLS , XLSX, ODS, ODP, PPT, PPTX, TXT, CSV, RTF and all types of image files.

Support for Draft Message and Other User-Interface Improvements

Starting with Update 21D, Field Collaboration includes these improvements:

• Auto-saving unsent messages as draft messages
• User interface improvements to improve usability

Core Application

Assignment Assistant: Display Manual Move Reason

Starting with Update 21D, Oracle Field Service provides the ability to capture the reasons to move an activity during manual work order assignments. When moving activities using the Assignment Assistant, you can select a Move Reason from a pre-configured list. You can now view, add, or edit Move Reasons in the new 'Assignment Assistant' section within the Business Rules page.

Assignment Assistant: Suggest Optimal Resources

Starting with Update 21D, when using the Assignment Assistant, the application suggests optimal resources to assist you in picking one resource instead of scanning through a potentially large list of resources. Assignment Assistant provides a more efficient assignment process. For example, there may be multiple available resources who fulfill the activity requirements; however, one resource can be the most optimal because of their location. Resources that are optimal for the selected activity are highlighted with a badge and displayed at the top of the page.

Immediate Search in Core Application

Starting with Update 21D, the search results appear as soon as you starting typing the query. You don’t have to tap or press Enter to see the results.

Improved En Route Page for Dispatchers

Starting with Update 21D, if Dispatchers set an activity as ‘En Route’, the resource’s (technician working on the activity) position is obtained from the Smart Location service to display the resource’s route on the map and update travel time using real-time traffic data (when configured).

Redwood Style for Check boxes and Radio Buttons

Starting with Update 21D, improvements have been made to the pages that appear in the Redwood theme. With this feature, check boxes and radio buttons inherit the visual style and experience from the 'Redwood' concept, so that they are visually unified with other Oracle Fusion applications and optimized for touchscreen interactions.

What's new:

• Visual representation
• Optimization for touchscreens

Resource Navigation Improvements

Starting with Update 21D, you can add the actions such as Resource Calendar, Work Zones, Work Skills, and Locations to the Resource Hint. Apart from this, you can change the month in the Calendar widget on the Resource Info page.

Workflow Manager

Starting with Update 21D, you can visualize the activity workflow while performing activities. In other words, the application guides you through your work, and you can see the steps that are completed and the steps that are remaining to complete an activity.

Integration

Applications Page in Redwood Theme

Starting Update 21D, the Applications page now displays the Redwood theme to provide better user experience. You can add an application, edit a configured application setup, delete any unwanted application, or retry in case of CX service if you want to reconnect the CX-service once again.

Enable Oracle CX Service From Oracle Field Service Applications Page

This feature enhances the user experience for Oracle Field Service customers who use the 'Oracle B2B Service to Oracle Field Service Integration I OIC Recipe' for real-time data updates between Oracle B2B Service and Oracle Field Service.

Starting with Update 21D, you can enable this recipe in Oracle Field Service by configuring a new Application Type namely 'Oracle B2B Service' from within the Oracle Field Service Applications page.

What's New:

• Unify the configuration of the Applications and Outbound Integration Channels pages.
• New look and feel for the Applications page (old Outbound Channel Configuration). 
• Ability to configure Oracle B2B Service from Oracle Field Service.

New User Interface for Oracle applications and Other Third Party Applications in Oracle Field Service

Currently Oracle applications such as Oracle Analytics, Oracle Business Intelligence, Oracle Autonomous Database Service and Oracle Integration, and field service daily extracts are configured within the Outbound Integration Channels page. You can also create other third party applications using the Applications page that allow Oracle Field Service REST / SOAP APIs to synchronize data between Oracle Field Service and other applications. Starting update 21D, both configuration pages (Outbound Integration Channels and Applications) are unified so that you can use a single page to set up and monitor Oracle applications and other third party applications.

Plugin Framework

Create an Activity with Inventory Using the Plug-In API

Starting with update 21D, you can update activities using the new 'update' and 'updateResults' methods of the plug-in API framework. You can apply multiple updates and receive the most recent information about an activity and its inventory without having to leave the plug-in.